On Site Services Supervisor

Key Area of Responsbilities:

  • Provide supervision to the London OSS technicians.
  • Act as a point of escalation for internal and external stakeholders.
  • Responsible for SLA achievement for dedicated key accounts.
  • Work closely with the Head of Delivery Services to identify new products and services which can provide new business opportunities to the department.
  • Working alongside the customer service management team to provide service management to local accounts.
  • Actively contribute to the development of the Delivery Services department.
  • Identify training requirements within local delivery teams.
  • Performance management of local delivery teams.
  • Work with HR team to manage issues within local delivery team.
  • Assist the Head of Delivery Services in budget planning, governance, reporting and forecasting.
  • Management of projects delivered to both internal and external customers.
  • Chair and contribute to meetings for both internal and external customers.
  • Work with internal service towers to transition new IT service accounts into the business.
  • Actively promote Health and Safety procedures and policies within the team.

 

Objectives:

  • Actively promote Client Championship program.
  • Identify efficiencies within service delivery.
  • Work with the Management Team to develop and measure departmental OLA’s and KPI’s.
  • Contribute to the departments ongoing quality assurance targets.
  • Actively promote the business core values.
  • ITIL V3 accreditation within agreed timescale.

 

Experience/Qualifications:

  • Good written, verbal and analytical skills.
  • Able to work in a fast paced environment.
  • Previous experience of dealing with team personnel issues.
  • Good working knowledge of ITSM toolsets.

 

Location: London Region

To apply for this position, please send us an email.